The SFMTA welcomes comments and complaints from our passengers about their experiences using Muni buses and trains. This input helps us identify areas that need improvement.
Complaints submitted by passengers who experience an accessibility or ADA-related problem in using our bus, trolley, rail, streetcar, or cable car services are called ADA-Related Service Complaints.
All Muni customer complaints are reviewed by SFMTA staff. Additionally, the SFMTA Accessible Service section reviews ADA-Related Service Complaints for adherence to accessibility laws and SFMTA policies.
Whether our customers are submitting complaints about service problems or sharing a great experience, we welcome the opportunity to be of service.
When to submit an ADA-Related Service Complaint:
Complaints should be filed as soon as possible and no later than 60 days after the incident. Incidents reported to us after 60 days will be kept on file but are unable to be investigated further.
Please note that the sooner the complaint is filed, the greater the likelihood that the SFMTA may be able to obtain a video recording of the incident that we can use to investigate your complaint. The retention period for video footage is typically seven to ten days.
Filing an ADA-related Service Complaint:
All Muni accessibility complaints may be reported through 311 or with our online Muni feedback form, and they will be investigated by appropriate staff.
If you are unable to file a complaint through 311 or with our online form, you may also file one in person at the SFMTA Customer Service Center:
11 South Van Ness Avenue
San Francisco, CA 94103
Hours: Monday - Friday, 8 a.m. - 5 p.m.
Once a complaint is reported to SFMTA, we assign it a tracking number. This tracking number is provided to you. Please refer to it should you need any updates on the progress of your complaint.
What information should I include in my ADA-Related Service Complaint?
Please provide all facts and circumstances surrounding your issue or complaint so we may fully investigate the incident, including:
- Your name, address, and contact information (telephone number, email address).
- The time, date, location, vehicle number, route and direction (if applicable), and a description of the incident or accessibility problem.
Note:
If you provide us with your contact information, we can send you information on the outcome of our investigation. We typically send this to you within 10 business days of the filing of your complaint.
What happens to my ADA-Related Service Complaint?
ADA-Related Service Complaints are reviewed by SFMTA’s Accessible Services Division. They check each complaint to ensure that accessibility laws and SFMTA policies were followed. If they find any violations, they notify the appropriate Muni staff so that proper action can be taken.
Complaints are then forwarded to the responsible party at Muni, who investigate the complaint further and implement any necessary corrective actions.
We then provide you with the outcome of our investigation, usually within 10 business days of your filing.
Reporting General Accessibility or ADA Complaints
For General SFMTA Accessibility or ADA complaints not related to a specific incident, please contact the SFMTA Accessibility Services Department:
Matthew West
SFMTA Accessible Services
1 South Van Ness Avenue, 7th Floor
San Francisco, CA 94103
Phone: 415.646.2753
Email: matthew.west@sfmta.com
SFMTA staff will investigate your complaint and get back to you within 30 days. Please make sure to include your contact information when filing a complaint.
For more information about the complaint process, or accessibility questions please contact the SFMTA Accessible Services program at 415.646.2260.